SUMMARY:

• Dynamic, skilled IT professional with over 10 years of experience in both the Government and Private Sector communities, with 10 years specialized IT experience, managing people as well as successful projects.
• Proven leadership capabilities while providing outstanding Call Center/Customer Service, Systems Administration and Confidential Office/Outlook technical resolution experience.

TECHNICAL SKILLS:

• Active Directory
• Active Roles
• Adobe Acrobat
• Bomgar Remote Tool
• Confidential Office 2000/2003/2010
• Word 2000/2003/2010
• Windows 7/2000/XP/2010/Vista
• Altiris Ticketing System
• Footprints Ticketing System
• Remedy Ticketing System
• Service Now ticketing system
• Front Range - ITSM Incident Management System
• VPN
• CITRIX Client
• Configuration Manager Remote Control
• Blackberry Exchange Server
• G/On
• MAC/OS Certification
• Administrator for ODA and RSA Tokens/Secure ID
• MS OFFICE Suite etc. Webex

EMPLOYMENT HISTORY:

Confidential

Help Desk Specialist Incident Manager

Responsibilities:

• Responsible for daily, weekly and monthly reporting to the SEC and Management on statistics for the Call Center regarding incidents that are outstanding
• Responsible for receiving, creating, tracking and resolving incidents at the Call Center for the SEC in a timely manner. Escalates issues to Engineering groups when outside of Call Center technical scope.
• Telephone support provided to the end-user community on various hardware and many software/applications, network, remote access and password related issues.
• Diagnosing problems and resolving them on the first call.
• Responsible for conducting new hire training for new technicians
• Use remote software technologies and tools to provide the highest level of technical assistance is resolving end-user issues
• RSA Token Administration as well as help to implement and test new SOFT TOKEN RSA technology to the SEC.
• Work closely with other groups on resolving technical issues.
• New hire training provided on policy and procedures of the Service Desk.
• Responsible for conducting inventory on all Contractor equipment.
• Responsible for setting up and conducting weekly meetings with staff members to provide weekly and monthly updates to IT management.
• Installed various software to end users.
• Responsible for conducting weekly meetings
• Coordinates major incident closure, initiating a phone bridge, and documenting all actions taken to resolve the incident.
• Create and reviews problem and incident documentation.
• Prepares documentation, reports, and other correspondence relate to incidents and problem management.
• Serve as the liaison between technicians and other I.T. personnel.
• Conduct interviews with potential new hires.
• Ensures that problem resolution is implemented through the appropriate control procedures.
• Stays on top of resolution processes and initiatives and provides timely updates to business and technology users.
• Delivers presentations and manages discussions related to system failures to IT Management.

Help Desk Analyst

Responsibilities:

• End-User computing support provided for Confidential Vista/XP/Win 7 to Library of Congress employees and contractors.
• Active Directory administration (account lockouts/password reset).
• Monitor network infrastructure systems via Tivoli Netcool/What’s Up Gold and alert Network infrastructure personnel during critical partial or unplanned server/router and switch outages.
• Hourly updates to Help Desk personnel regarding the stability of the Intranet network.
• In-person and telephone support to end user community in all areas of business infrastructure (e-mail, various desktop applications, network resources, business applications) using Footprints trouble tracking system.
• End-user assistance provided for Confidential Office 2007/2010 clients
• Use remote software distribution technologies for Windows operating system such as AD published MSI files, SMS, LiveState Delivery.
• RSA Token Administration.
• Monitor Office of Strategic Initiatives/Information Technology Services congressionally-mandated Library systems in order to support Congress employees in fulfilling their constitutional duties.
• Serves as a switchboard operator for the Library of Congress. Answering and directing calls appropriate department.

Help Desk Support Analyst

Responsibilities:

• Telephone support provided to an end-user community of 3000+ on hardware, software, and network related problems, questions, usage along with troubleshooting skills with various software applications. (Windows7 OS, MS Office 2003, 2007, and 2010, Adobe IE 6 and 7, and Safeboot).
• Ensure each problem is resolved in a timely manner; Tract tickets accordingly using Remedy standards and escalate or reassign as appropriate according to the SLA attainment; Communicate problems in a non-technical manner to customers with varying levels of expertise.
• Answering incoming clients calls in a timely fashion. Process and close trouble tickets, also tracked all open trouble tickets.
• Distribute RSA Tokens and Secure ID’s
• Direct user BlackBerry support provided on issues and supports BlackBerry team by completing various troubleshooting techniques and Enterprise Activations.
• Reviewed and took appropriate actions of emails submitted to the Helpdesk email account.
• Configured all equipment. Reimaged and configured laptops, IPhone/IPads. Installed MS Office Suite. Responsible for shipping reimaged laptops to area offices.
• Created new accounts in Active Directory.

Tier 1 Technical Specialist

Responsibilities:

• City-wide telephone support provided for the enterprise applications with the Administrative services Modernization Program (ASMP) (Buyers version 7.1a SP 25 and Analysis 2.5 SP 10) of the Government of the District of Columbia.
• Ensure each problem is resolved in a timely manner; Tract tickets accordingly using Remedy standards and escalate or reassign as appropriate according to the SLA attainment; Communicate problems in a non-technical manner to customers with varying levels of expertise.
• Train government employees in proper procedures for the requisitioning and procurement of goods and services in PASS; Train employees in documenting, reviewing, create accounts in PeopleSoft and approving staff in PeopleSoft Time and Labor; Liaison agent for reassignment to the Tier 2 & 3 support desk.
• Troubleshoot and reset password in PASS and PeopleSoft; Platform applications: exchange server 2003 & Windows XP Home and Professional and Windows 2010 and various MS Office Suite. Support applications: Remedy (ticketing); Avaya server (phone systems); and LANDesk (Remote access). On and off-site, phone, and email support.
• Installed local printers.
• Created new PeopleSoft accounts, unlocked and reset passwords in PeopleSoft, assisted user with entering time, updating personal information, and assisted with entering benefits into PeopleSoft during opening enrollment, assisted user with setting up direct deposit accounts in PeopleSoft.
• Troubleshot technical issues within MS Office Suite using Bomgar remote tool
• Created new accounts for various DC Govt agencies using Active Directory and Active Roles.
• Installed MS Office Suite.
• Troubleshot specialized applications for various agencies to include Metropolitan Police Dept., and the Department of Human Services.

Technical Support Specialist-Contractor

Responsibilities:

• First level support provided to the help desk for 3000 employees, resolving users concerns with specific programs or applications.
• Responsible for supporting desktop computers, and handheld devices via phone and email.
• Excellent customer service provided.
• In charge of team building exercises and activities for over 14 people.
• Initiated employee awards program.
• Supported other team members which helped create a stress free work environment.
• Used Citrix to assist remote users in gaining access to their desktop while away from the office.
• Provided blackberry support.
• Mapped network drives.
• Installed local printers.
• Created new accounts using Active Directory.
• Resolved client’s technical issues and tract tickets using Altiris Ticketing system.
• Provided phone and email support.
• Installed various software packages.